--- name: donation-experience type: experience journey: customer persona: Supporter (45), uses voice control domain: Charity · fundraising technology: Responsive web core: "1.0" description: "Experience skill: Giving to a charity once or monthly — the best-practice customer journey for a supporter (45), uses voice control in Charity · fundraising on Responsive web. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Giving to a charity once or monthly A supporter chooses an amount, gives once or monthly, makes a tax declaration if eligible, and receives a receipt and an easy way to manage their gift. **Outcome** — A supporter completes a donation in under 90 seconds, with eligible tax declarations captured correctly and monthly gifts cancellable in two steps. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Fatima, Supporter (45), uses voice control > “I want to give monthly, but I need to know I can stop it myself without phoning anyone.” Teacher with repetitive strain injury who controls her laptop mostly by voice; supports a local food bank charity. **Goals** - Set up a monthly gift in a few minutes - Add the tax declaration so the charity gets more - Change or stop the gift herself **Pains** - Fields without visible labels her voice software can target - Unclear tax declaration wording - Cancelling that requires a phone call **Behaviours** - Speaks commands like “click Monthly” - Reads the declaration carefully - Keeps receipts for her tax return **Access needs** - Voice control — every control has a visible label matching its accessible name - RSI — minimal typing, no drag --- ## Domain — Charity · fundraising - Tax-relief declarations (gift aid style) only for eligible taxpayers; show the full declaration wording and get an explicit, unticked confirmation - Marketing consent is separate, optional and unticked (GDPR, PECR) - Card payments follow PCI DSS; recurring gifts state amount, date and frequency before confirmation - Supporters can cancel a recurring gift online at any time, effective before the next payment - Send a receipt for every gift, including the declaration record where made Vocabulary to use: `donation`, `monthly gift`, `tax declaration`, `receipt`, `supporter`, `direct debit` ## Technology — Responsive web Inputs: Voice control, Keyboard, Touch, Screen reader - Hosted payment fields with wallet and bank-debit options - Recurring gifts managed via account or a secure link in each receipt - Address lookup for declaration eligibility --- ## Journey (6 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Amount** | Choose how much and how often | `form + chips` | “£10 a month provides 30 meals” | | 2 | **Your details** | Give name, email and address for the receipt | `form` | “Where should we send your receipt?” | | 3 | **Declaration** | Make the tax declaration if eligible | `form` | “I am a taxpayer and want the charity to claim tax back on my gifts” | | 4 | **Payment** | Pay securely with a preferred method | `form` | “Give £10 monthly, first payment today” | | 5 | **Thank you** | Know the gift worked and what it does | `confirmation` | “Thank you, Fatima. Your first £10 has been received” | | 6 | **Manage** | Change or stop a monthly gift | `detail` | “Cancel monthly gift — no more payments after today” | ### 1. Amount - Suggested amounts with what each funds, plus a custom amount - Once and monthly as equal choices; neither pre-selected - **error:** Enter an amount of £2 or more ### 2. Your details - Ask address only if a declaration is made or post is chosen - Visible labels on every field ### 3. Declaration - Full declaration text shown, not behind a link - Eligibility explained in one sentence ### 4. Payment - Amount and frequency restated beside the pay button - Explain when the first and next payments happen - **error:** Payment didn't go through. No money was taken - **loading:** Processing your gift… ### 5. Thank you - Thank in specifics, not superlatives - Receipt sent; link to manage the gift ### 6. Manage - Change amount, date or cancel in two steps - Cancellation effective date stated clearly - **empty:** You have no regular gifts --- ## Principles 1. Neither once nor monthly is pre-selected 2. Declarations are explicit and complete 3. Cancel online as easily as you started 4. Ask for data only when it's used 5. Specific thanks and receipts every time ## Do / Don't **Do** - Show what an amount funds - Show the full declaration wording - Put a manage link in every receipt **Don't** - Pre-select monthly or pre-tick consent - Hide cancellation behind a phone line - Use guilt-based copy ## Accessibility - Meets WCAG 2.2 AA; visible labels match accessible names for voice control (2.5.3) - Amount chips are radio buttons in a labelled group, keyboard operable - Targets at least 24×24px minimum, 44px preferred (2.5.8) - Payment status announced via a live region Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Concrete impact: “£10 provides 30 meals” not “Your gift changes everything” - Plain declaration: “You must pay at least as much tax as the charity will claim” - Warm and brief thanks with the supporter's name and amount ## AI interactions - No AI in the giving flow because amounts, declarations and consents must be the supporter's own explicit choices ## Edge cases - Supporter is not a taxpayer — declaration hidden after one question, gift continues - Card expires on a monthly gift — notify before the next payment with an update link - Duplicate payment by double-tap — idempotency prevents a second charge - Supporter asks for a refund of a mistaken gift — route to a person with a stated response time - Supporter is under 18 — explain they can give but cannot make a tax declaration --- ## Measures | Measure | Target | How | |---|---|---| | Donation completion | ≥ 70% | Amount chosen → paid | | Time to give | < 90 s | Median, start → confirmation | | Declaration accuracy | ≥ 98% | Declarations passing eligibility audit | | Self-serve cancellations | ≥ 90% | Cancellations done online / all cancellations | Research: Usability sessions with voice control and screen reader users; A/B test of impact copy vs plain amounts, checked for dark patterns; Review of declaration wording with the charity's finance team. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.